Dynamics 365 Contact Center – Customize transfers and consults for queues, representatives
From Microsoft 365 Message Center Archive by Merill Fernando · Microsoft may not have sent this notice to your tenant.Rollout
Rollout dates are often only in the text. When Microsoft moves them, the change shows under "What changed".
What the notice says
Microsoft’s text, safely structuredWe are announcing the ability to customize transfers and consults for queues and customer service representatives in Dynamics 365 Contact Center. This feature will reach general availability on January 26, 2026. How does this affect me? This feature allows administrators to manage the queues or customer service representatives who are available during a consult or transfer action. On the Consult and transfer page in the Copilot Service admin center, administrators can configure FetchXML queries for the following scenarios:
- Consult to queue
- Consult with a representative
- Transfer to a queue
- Transfer to a representative
The system dynamically tailors the queues or customer service representatives that can be consulted with or transferred to according to your configuration options. What action do I need to take? This message is for awareness, and no action is required.
What changed
Between archive captures, newest firstThe archive supplies one version of this notice.
Related public evidence
No related evidence found in this installation's recent collection. This does not establish that no announcement exists.
Not confirmed here
What this page cannot tell you- Whether your tenant is affected: this is Microsoft's notice, not a check of your settings.